Systems Engineer (ServiceNow)

Location: Springfield, VA. Clearance: Active Top Secret with Poly.

About the role

Support modernization of a standalone, air-gapped enterprise network providing application functions to approximately 3,000 users. This position focuses on engineering and enhancing the enterprise ServiceNow platform.

Responsibilities

• Build automation-heavy ServiceNow workflows and front door experiences for an enterprise deployment serving approximately 2,500 users
• Implement Flow Designer and Integration Hub patterns for approvals, routing, notifications, and orchestration; create reusable subflows for approval chains, task generation, SLA timers, and escalations
• Build and extend catalog items for IT support, service requests, business requirements intake, security processing, A&A and RMF tasks, and evidence requests
• Support PPM configuration buildouts, including forms, flows, and templates; support A&A processes and the CAM module
• Lead process mapping and future-state design for enterprise intake, project lifecycle, RMF A&A, and security paperwork workflows
• Write user stories and acceptance criteria, manage UAT, and facilitate workshops with security staff, system owners, AO representatives, and PMOs
• Train users, create knowledge base articles, SOPs, and quick reference guides, and support adoption of ServiceNow

Skills

Required skills:

• Building automation-heavy ServiceNow workflows and front door experiences in IC environments
• Implementing Flow Designer and Integration Hub patterns for approvals, routing, notifications, and orchestration
• Building and extending catalog items for IT support, service requests, business requirements intake, and visit or access requests
• Configuring ServiceNow PPM forms, flows, and templates; creating reusable subflows for approval chains, task generation, SLA timers, and escalations
• Working with the CAM module for A&A processes, RMF tasks, or evidence requests
• Leading process mapping and future-state design; writing user stories and acceptance criteria; managing UAT
• Training ServiceNow users, facilitating workshops with ISSO/ISSM, system owners, or PMOs, and creating SOPs and quick reference guides

Highly desired skills:

• Change management and increased ServiceNow adoption across thousands of users
• Form validation and conditional logic for vetting; integrations with identity or group lookups, controlled evidence stores, or eMASS and other RMF systems
• Virtual Agent or chat-to-ticket optimization; role-based training for end users, fulfillment teams, RMF practitioners, and project managers
• Running UAT cycles and defect triage; experience with the Sponsor CAM module and A&A process